What is Whisper?
With Whisper, a Supervisor can to listen in to a live call and, as needed, speak to just the agent, with only the agent able to hear anything spoken by the Supervisor.
This ensures a personalized coaching experience as well as a smooth and transparent way to assist the agent with fulfilling the needs of the caller.
Additionally, the Whisper feature removes any unnecessary pressure on the call, with a Supervisor now able to join calls for non-critical situations (i.e. when escalation is not necessary or required) and simply share information with the agent as needed.
When the Whisper feature is enabled, a Supervisor has the freedom to move between all 3 activities: passively Listening in (with no interaction with the Agent), Unmuting to barge into the call, or Whispering to the Agent.
How do I use Whisper?
To get started using the Whisper feature, reach out to Revenue.io Support to get the feature enabled for your company’s account.
|After the feature has been enabled for your company’s account, open the RingDNA Communications Hub and click into the "Team" tab.
|To get started using Whisper, a Supervisor must Listen in on a live call. (To listen in, either click the "Listen" button when an Agent is on a live call or click "Monitor" to be automatically added once an Agent initiates a call.)
|While listening in on a call, click to "Whisper" button.
While Whisper is engaged, Supervisors can speak to the Agent without the caller/participant being aware.
Only the Agent will hear the Supervisor's voice.
|To disengage the Whisper feature, click the "End Whisper" button.